Customer Service Manager

We are seeking a dynamic and experienced Customer Service Manager to lead our team in providing exceptional service to our resort owners. In this role, you will lead a team responsible for communicating with owners to resolve concerns, answer inquiries, book reservations, and ensure accurate points deductions.

Key Responsibilities

• Answer inbound phone calls and emails promptly and professionally.
• Deescalate concerns and issues raised by owners.
• Take over phone calls when a Representative is unable to assist.
• Provide comprehensive answers to ownership questions and inquiries.
• Efficiently and accurately book reservations for owners.
• Ensure precise points deductions from owner's accounts in accordance with our policies.
• Relay any escalated concerns to the Owner Relations Manager and appropriate Sales Manager for resolution.

Requirements

• High school diploma or equivalent; Bachelor's degree in Hospitality, Business, or related field preferred.
• Proven experience in a managerial role in the hospitality or resort industry or in a call center environment.
• Strong leadership and team management skills.
• Excellent communication and problem-solving abilities.
• Customer-centric mindset and a passion for exceeding guest expectations.
• Knowledge of resort operations in the Branson area is a plus.

Benefits

• Comprehensive insurance (medical, dental, vision & more)
• 401(k)
• Employee Assistance Program (EAP)
• Health Savings Account (HSA)
• Life Insurance (basic, voluntary, AD&D)
• Company Perks and Discounts
• Financial Education and Resources